WO2019019796A1 - 新契约保单回访方法、服务器及存储介质 - Google Patents

新契约保单回访方法、服务器及存储介质 Download PDF

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Publication number
WO2019019796A1
WO2019019796A1 PCT/CN2018/089129 CN2018089129W WO2019019796A1 WO 2019019796 A1 WO2019019796 A1 WO 2019019796A1 CN 2018089129 W CN2018089129 W CN 2018089129W WO 2019019796 A1 WO2019019796 A1 WO 2019019796A1
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Prior art keywords
policy
new contract
return visit
policies
category
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English (en)
French (fr)
Inventor
张政
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/08—Insurance

Definitions

  • the present application relates to the field of policy return visits, and in particular, to a new contract policy return method, a server, and a computer readable storage medium.
  • the renewal insurance policy refers to the insurance contract signed by the insurance company after the expiration of the policy signed by the customer.
  • the new contract insurance policy refers to the insurance contract signed by the customer with the insurance company for the first time. .
  • the insurance company shall provide a return visit service to the newly insured person who has a new insurance coverage of one-year long-term insurance and one-year fee-compensated personal medical insurance.
  • the insurance company inquires about the important contents related to the insurance contract to ensure that the customer fully understands the relevant content of the purchased product and fully protects the customer's rights and interests.
  • the new contract policies are returned by means of manual return visits.
  • the labor cost is getting higher and higher, and the timeliness of manual return visits can no longer meet the business requirements. Therefore, there is a need to provide a new method for returning a new contract policy.
  • the present application provides a new contract policy return method, device and computer readable storage medium, the main purpose of which is to allocate and manage the return service of the new contract policy of the insurance institution, and improve the time limit of return visit of the new contract policy.
  • the first aspect of the present application provides a new contract policy return method, the method comprising:
  • Setting steps setting the policy category according to the delivery method, setting the first proportion of the policy in each type of policy for manual return visit, and the second proportion of the policy for intelligent voice return visit;
  • Policy reading step reading a new contract policy that is executed within a preset time from the core business system
  • the class judging step judging the category to which the policy belongs according to the delivery form of the new contract policy
  • Policy calculation step calculating the first quantity of the policy that needs to be manually returned in each new contract policy according to the preset first ratio and the second ratio, and the second quantity of the policy requiring intelligent voice returning;
  • Policy allocation step reading the first quantity of policies from the various new contract policies and assigning them to the first system, and reading the second number of policies to the second system;
  • the return visit execution step performing a manual return visit to the first number of new contract policies in the first system, and performing a smart voice return visit on the second number of new contract policies in the second system.
  • the second aspect of the present application also provides a server, the server comprising: a memory, a processor, and a new contract policy returning system stored on the memory and operable on the processor, the new contract policy returning system is
  • the processor implements the following steps when executed:
  • Setting steps setting the policy category according to the delivery method, setting the first proportion of the policy in each type of policy for manual return visit, and the second proportion of the policy for intelligent voice return visit;
  • Policy reading step reading a new contract policy that is executed within a preset time from the core business system
  • the class judging step judging the category to which the policy belongs according to the delivery form of the new contract policy
  • Policy calculation step calculating the first quantity of the policy that needs to be manually returned in each new contract policy according to the preset first ratio and the second ratio, and the second quantity of the policy requiring intelligent voice returning;
  • Policy allocation step reading the first quantity of policies from the various new contract policies and assigning them to the first system, and reading the second number of policies to the second system;
  • the return visit execution step performing a manual return visit to the first number of new contract policies in the first system, and performing a smart voice return visit on the second number of new contract policies in the second system.
  • the third aspect of the present application further provides a computer readable storage medium, where the new contract policy return visit system is stored, and when the new contract policy return visit system is executed by the processor, the new contract policy can be implemented Any step of the return method.
  • the new contract policy return method and device and the computer readable storage medium proposed by the application the method distributes and manages the return service of the insurance institution's new contract policy according to certain rules, and adopts a combination of manual return visit and intelligent voice return visit.
  • the way to return to the new contract policy improve the time limit for the return of the new contract policy.
  • FIG. 1 is an application environment diagram of a preferred embodiment of a new contract policy return visit system of the present application
  • FIG. 2 is a schematic diagram of an operating environment of a new contract policy return visit system of the present application
  • FIG. 3 is a functional block diagram of a preferred embodiment of a new contract policy return visit system of the present application.
  • FIG. 4 is a flow chart of a preferred embodiment of a new contract policy return method of the present application.
  • FIG. 1 it is an application environment diagram of a preferred embodiment of the new contract policy returning system 10 of the present application.
  • FIG. 1 includes a plurality of associated systems within an enterprise, such as a core business system A, a first system B, and a second system C, and the plurality of associated systems communicate through the network 420.
  • the first system B may be a sales system of a financial service institution, such as an internal sales system of a securities company
  • the second system C may be an intelligent voice system, which can be automatically dialed.
  • a policy return visit system 10 is established for a customer, such as a smart phone system of a securities company.
  • the customer may manually return the new contract policy from the customer information recorded in the sales system, or read the customer information through the smart voice. And intelligent voice return visit template and automatic dialing, intelligent voice return visit to some new contract policies.
  • Each of the associated systems is configured on at least one server 1, 2, 3, and the at least one server 1, 2, 3 connects the memories 11, 21, 31 and the plurality of clients through the networks 120, 220, 320. 130, 230, 330.
  • the memory 11, 21, 31 stores information such as business related information of the financial service institution.
  • the core service system A is configured on at least one server 1, and the at least one server 1 is connected to the memory 11 and the plurality of clients 130 via the network 120.
  • the memory 11 stores information of all customers of the financial service institution, such as customer identity information, account information, specific information for purchasing the financial service institution products (such as insurance products), and all information related to the business of the financial service institution.
  • the first system B (such as a sales system) is configured on at least one server 2, and the at least one server 2 connects the memory 21 and the plurality of clients 230 through the network 220.
  • the memory 21 stores information of all customers generated by the financial service institution through the sales, such as all customer identity information, account information, and specific information for purchasing the financial service institution products in the sales system.
  • the second system C (such as an intelligent voice system) is configured on at least one server 3, and the at least one server 3 is connected to the memory 31 and the plurality of clients 330 through the network 230.
  • the memory 31 stores smart voice return visit templates and the like corresponding to different types of policies.
  • the network 420 is an intranet (intranet).
  • the networks 120, 220, and 320 are external networks of the enterprise.
  • Clients 130, 230, 330 can be desktop computers, notebooks, tablets, mobile phones, or other terminal devices that can communicate with servers over an intranet.
  • the new contract policy returning system 10 of the present application is applied to a server of a certain system in a plurality of related systems under a financial service institution, such as the server 1 of the core business system A and the server 2 of the first system B, Or the server 3 of the second system C.
  • FIG. 2 it is a schematic diagram of the operating environment of the new contract policy returning system 10 of the present application.
  • the new contract policy return visit system 10 is applied to the server 1 of the core business system A.
  • the server 1 includes, but is not limited to, a memory 11, a processor 12, and a display 13.
  • the server 1 is communicatively coupled to a database 140.
  • the database 140 stores information such as an intelligent voice return visit template corresponding to different categories of new contract policies.
  • the memory 11 may include at least one type of storage medium including a flash memory, a hard disk, a multimedia card, a card type memory (for example, SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), read only memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, and the like.
  • a flash memory for example, a hard disk, a multimedia card, a card type memory (for example, SD or DX memory, etc.)
  • RAM random access memory
  • SRAM static random access memory
  • ROM read only memory
  • EEPROM electrically erasable programmable read only memory
  • PROM programmable read only memory
  • magnetic memory magnetic disk, optical disk, and the like.
  • the memory 11 may be an internal storage unit of the server 1, such as the hard disk of the server 1, in some embodiments.
  • the memory 11 may also be an external storage device of the server 1 in other embodiments, such as a plug-in hard disk equipped on the server 1, a smart memory card (SMC), and a secure digital (Secure Digital, SD) ) cards, flash cards, etc.
  • the memory 11 can be used not only for storing application software installed on the server 1 and various types of data, such as the program of the new contract policy return visit system 10, but also for temporarily storing the output or The data to be output.
  • the processor 12 can be a central processing unit (CPU), a microprocessor or other data processing chip for reading and running the stored new contract policy return system 10 from the memory 11. Program to implement any of the steps in the new contract policy return method described below.
  • CPU central processing unit
  • microprocessor or other data processing chip for reading and running the stored new contract policy return system 10 from the memory 11. Program to implement any of the steps in the new contract policy return method described below.
  • the display 13 can also be referred to as a display screen or a display unit.
  • the display 13 can be an LED display, a liquid crystal display, a touch-sensitive liquid crystal display, an OLED (Organic Light-Emitting Diode) touch sensor, or the like.
  • the display 13 is used to display information processed in the server 1 and a user interface for displaying visualizations.
  • the server 1 may further include a user interface, and the user interface may include an input unit such as a keyboard and a mouse.
  • the user interface may also include a standard wired interface and a wireless interface.
  • server 1 shows only server 1 with components 11-13 and new contract policy return visit system 10, but it should be understood that not all illustrated components may be implemented, and more or fewer components may be implemented instead.
  • the new contract policy return visit system provided by the present application can also be applied to servers of some other business systems under the associated system.
  • the server 1 of the present embodiment allocates and manages the return service of the new contract policy of the insurance institution by setting up a new contract policy returning system 10 on the server 1, and adopts a combination of manual return visit and intelligent voice return visit to the new contract.
  • the policy will be returned to the visit to improve the time limit for returning the new contract policy.
  • FIG. 3 it is a functional block diagram of a preferred embodiment of the new contract policy return visit system 10 of the present application.
  • the new contract policy returning system 10 can be divided into a setting module 101, a policy reading module 102, a category determining module 103, a policy calculating module 104, a policy assigning module 105, and a return visit executing module 106.
  • the processor executes the computer program instructions of each module, any of the steps of the application upgrade method described above can be implemented based on the operations and functions that can be implemented by the various computer program instructions.
  • the following description will specifically describe the operations and functions implemented by the setting module 101, the policy reading module 102, the category determining module 103, the policy calculating module 104, the policy assigning module 105, and the return visit executing module 106.
  • the setting module 101 is configured to set a policy category according to the delivery mode, and set a first proportion of the policy in each type of policy to perform a manual return visit, and a second proportion of the policy to perform a smart voice return visit.
  • the delivery method of the policy of the institution is divided into "salesman to send a single door”, “customer store self-collection", "fast delivery order", etc., so the setting module 101 will be a new contract policy. It is divided into three categories: “salesman to send the door to the door”, “customer store self-acquisition” and “fast delivery order”.
  • the first proportion (10%) is set in the new contract policy of the “salesman to send the door to the door” category.
  • the return visit method of the policy is the manual return mode
  • the return mode of the second proportion (90%) of the policy is the smart voice return mode.
  • the return method of the first proportion (5%) of the policy is set to the manual return mode
  • the return mode of the second proportion (95%) of the policy is set to smart.
  • Voice return mode In the new contract policy of the “Express Delivery Order” category, the return method of the first ratio (15%) of the policy is set to the manual return mode, and the return mode of the second proportion (85%) of the policy is the smart voice return mode.
  • the setting module 101 is further configured to set a corresponding smart voice return visit template for each category of the policy, and save to the database.
  • the setting module 101 is further configured to separately set different smart voice return visit templates, and save the smart voice return visit template to a database, so that the smart voice system calls and performs a return visit action.
  • the smart voice return visit includes: “Is the insured person xx”, “the insured is xx, the age xx, the address is xx, the above information is wrong”, “ Have you read the terms of the policy carefully and fully understand the insurance product?” "Do you know the age of the insurance product, the amount of payment, the length of protection, the hesitation period, the loss of surrender in the middle”, “Your salesperson Whether the timeliness of the delivery of the door is satisfactory, “whether the delivery of the door is disturbing you", “what opinions or suggestions you have for the work of the company”, etc.
  • the smart voice return visit includes: “Is the insured person xx”, “insured person xx, age xx, address xx, whether the above information is incorrect” or “you Have you read the terms of the policy carefully and fully understand the insurance product?” "Do you know the age of the insurance product, the amount of payment, the length of protection, the hesitation period, the loss of insurance in the middle of the journey", “Your reception of the store” Whether the service is satisfactory or not, "What opinions or suggestions do you have for the work of the company?"
  • the content of the smart voice return visit includes: “Is the insured person xx", "The insured is xx, the age is xx, the address is xx, the above information is incorrect”, "Do you Have carefully read the terms of the policy, fully understand this insurance product”, “Do you know the insurance product payment period, payment amount, security period, hesitation period, midway surrender loss”, "you are on the express delivery order Whether the timeliness is satisfactory, “whether you are satisfied with the service of the courier", “what opinions or suggestions you have for the work of the company”, etc.
  • the policy reading module 102 is configured to read, from the core business system A, a new contract policy that is sold within a preset time. For example, when a preset time (eg, zero every day) is reached, the policy reading module 102 reads a new transaction within a preset time range (0:00-24:00 of the previous day) from the core business system A of the institution. Contract insurance policy. For example, on June 1, 2017, from 0:00 to 24:00, the agency's core business system A sold a total of 300 new contract policies, then, by 0:00 on June 1, 2017, The policy reading module 102 reads the 300 new contract policies from the core business system A.
  • a preset time eg, zero every day
  • Contract insurance policy For example, on June 1, 2017, from 0:00 to 24:00, the agency's core business system A sold a total of 300 new contract policies, then, by 0:00 on June 1, 2017, The policy reading module 102 reads the 300 new contract policies from the core business system A.
  • the category determining module 103 is configured to determine, according to the delivery mode of the new contract policy, the category to which the policy belongs. From the above 300 new contract policies, the category judging module 103 judges the category to which the policy belongs according to the billing method of the policy. For example, in 300 new contract policies, the category judging module 103 judges that 95 new contract policies belong to the “salesman delivery list” category according to the policy delivery form, and 85 new contract policies belong to the “customer stores”. The self-following category, the remaining 120 new contract policies belong to the "Express Delivery Order" category.
  • the policy calculation module 104 is configured to calculate, according to the preset first ratio and the second ratio, a first quantity of the policy that needs to be manually returned in each new type of contract policy, and a second quantity of the policy that needs to be returned by the smart voice. Taking the above 300 new contract policies as an example, 95 policies belonging to the category of “salesman to send a door to door”, the policy calculation module 104 calculates the first of the new contract policies to be manually returned according to the first ratio (10%). The number (9.5 copies), the policy calculation module 104 calculates a second number (85.5 copies) of the new contract policy for the smart voice return visit based on the second ratio (90%).
  • the policy calculation module 104 calculates the first quantity (4.25 copies) of the new contract policy to be manually returned according to the first ratio (5%), the policy calculation module 104 calculates a second number (80.75 copies) of the new contract policy requiring intelligent voice return visit according to the second ratio (95%).
  • the policy calculation module 104 calculates a first quantity (18 copies) of the new contract policy to be manually returned according to the first ratio (15%), the policy calculation module 104.
  • the second ratio 85%
  • the second number (102 copies) of the new contract policy requiring intelligent voice return is calculated.
  • the first quantity or/and the second quantity includes both an integer and a decimal point
  • the first number of digits is entered into one, and the second quantity is taken as an integer, and the decimal point part is discarded.
  • the final first quantity is 10
  • the second quantity is 85
  • 85 are in the “customer store self-acquisition” category of the policy
  • the final first quantity 5 is 80
  • 120 of the policies belonging to the "Express Delivery Order” category the final first quantity is 18, and the second quantity is 120.
  • the policy distribution module 105 is configured to read a first quantity of policies from the various new contract policies and assign them to the first system B, and read a second quantity of policies to the second system C.
  • the first system B may be a power selling system of the mechanism
  • the second system C may be an intelligent voice system.
  • the policy assigning module 105 reads 10 copies and 5s from the policies of the “salesman to the door” category, the “customer store self-acquisition” category, and the “fast delivery order” category. And 18 new contract policies are assigned to the sales system for manual return visits, and 85 copies are read from the “sellers to the door” category, the “customer store pickup” category, and the “fast delivery order” category. 80, 120 new contract policies are assigned to the intelligent voice system for intelligent voice return.
  • the policy assignment module 105 can randomly read a certain number of new contract policies from different types of policies and assign them to the first system B and the second system C for return visit.
  • the policy assignment module 105 can also read a certain number of new contract policies from different types of policies according to other rules (such as sequential reading) to the first system B and the second system C for return visit.
  • the above-mentioned 85 policies belonging to the category of “customer store self-acquisition”, the policies of this category are corresponding to serial numbers 1, 2, 3, ..., 85, and the policy allocation module 105 can be from 85.
  • the new contract policy randomly reads the 3rd, 17th, 25th, 52nd, and 69th policies to be distributed to the sales system for manual return visit.
  • the other 80 policies are assigned to the intelligent voice system for intelligent voice return.
  • the policy assignment module 105 can sequentially read the policies of No. 1, No. 2, No. 3, No. 4, and No. 5 from the 85 new contract policies to the sales system for manual return visit, No. 6 - Policy No. 85 is assigned to the intelligent voice system for intelligent voice return.
  • the return visit execution module 106 is configured to perform a manual return visit to the first number of new contract policies in the first system B and a smart voice return visit to the second number of new contract policies in the second system C.
  • the return visit execution module 106 is further configured to control the second system to retrieve a corresponding smart voice return visit template from the database, and perform a smart voice return visit to the second quantity of the new contract policy.
  • the return visit execution module 106 After the policy assignment module 105 assigns the above 85 new contract policies belonging to the "customer store self-collection" category to the first system B and the second system C, the return visit execution module 106 notifies the staff of the The five new contract policies distributed by the sales system are manually returned, and the intelligent voice system is controlled to read the personal information in the policy and automatically dial, and the voice returning template corresponding to the “customer store self-collection” category is invoked, according to the template content. Conduct intelligent voice return visits to the 80 new contract policies that were allocated.
  • the return visit execution module 106 is further configured to receive and save the result of the new contract policy return visit, and mark and remark the new contract policy.
  • the smart voice return visit is successful; if the customer is not contacted, or the customer has objection during the return visit (the policy information is incorrect, Or think that the insurance product is not suitable, etc.), this smart voice return visit failed, and the new contract policy is transferred to the sales system for manual return visit.
  • the return visit execution module 106 receives and saves the content of the return visit (recording, etc.) and the return visit result sent by the intelligent voice system (the return visit success/return visit failure has been transferred to the sales system), and the new contract policy is performed. Mark (returned/returned) and remarks (not contacted with the customer, or the policy information is incorrect, or the item is not known, etc.).
  • the return visit execution module 106 receives and saves the content of the manual return visit (recording, etc.) and the return visit result sent by the electric sales system (the return visit success/return visit failure and the return visit/return visit failed and has been handed over), and this The new contract policy is marked (returned/returned) and remarks (not contacted with the customer, or the policy information is incorrect, or the item is not understood, or the application is fully surrendered, etc.).
  • the new contract policy returning system 10 of the present embodiment distributes and manages the return service of the insurance institution's new contract policy according to certain rules, and uses the combination of manual return visit and intelligent voice return visit to return the new contract policy. To improve the time limit for the return visit of the new contract policy; at the same time, record the return visit of the new contract policy to facilitate the management of the subsequent return service of the new contract policy.
  • FIG. 4 it is a flow chart of a preferred embodiment of the new contract policy return method of the present application.
  • the new contract policy return method includes: step S10, step S20, step S30, step S40, step S50, and step S60.
  • step S10 the policy category is set according to the delivery mode, and the first proportion of the policy is set in each type of policy to perform manual return visit, and the second proportion of the policy is used for intelligent voice return visit.
  • the policy of the institution's policy is divided into "salesman to send a single door", “customer store self-acquisition”, “fast delivery order”, etc., so the new contract policy is divided into "salesman”
  • the three types of “send single door”, “customer store self-acquisition” and “fast delivery order”, at the same time set the first proportion (10%) of the policy return visit in the new contract policy of the “salesman to send the door to the door” category.
  • the mode is manual return mode, and the return mode of the second proportion (90%) of the policy is set to the smart voice return mode.
  • the return method of the first proportion (5%) of the policy is set to the manual return mode, and the return mode of the second proportion (95%) of the policy is set to smart.
  • Voice return mode In the new contract policy of the “Express Delivery Order” category, the return method of the first ratio (15%) of the policy is set to the manual return mode, and the return mode of the second proportion (85%) of the policy is the smart voice return mode.
  • the step S10 further includes: setting a corresponding smart voice return visit template for each category of the policy, and saving to the database. For example, different smart voice return visit templates are set for different policy categories, and the smart voice return visit template is saved in the database, so that the intelligent voice system can call and perform the return visit action.
  • the smart voice return visit includes: “Is the insured person xx”, “the insured is xx, the age xx, the address is xx, the above information is wrong”, “ Have you read the terms of the policy carefully and fully understand the insurance product?” "Do you know the age of the insurance product, the amount of payment, the length of protection, the hesitation period, the loss of surrender in the middle”, “Your salesperson Whether the timeliness of the delivery of the door is satisfactory, “whether the delivery of the door is disturbing you", “what opinions or suggestions you have for the work of the company”, etc.
  • the smart voice return visit includes: “Is the insured person xx”, “insured person xx, age xx, address xx, whether the above information is incorrect” or “you Have you read the terms of the policy carefully and fully understand the insurance product?” "Do you know the age of the insurance product, the amount of payment, the length of protection, the hesitation period, the loss of insurance in the middle of the journey", “Your reception of the store” Whether the service is satisfactory or not, "What opinions or suggestions do you have for the work of the company?"
  • the content of the smart voice return visit includes: “Is the insured person xx", "The insured is xx, the age is xx, the address is xx, the above information is incorrect”, "Do you Have carefully read the terms of the policy, fully understand this insurance product”, “Do you know the insurance product payment period, payment amount, security period, hesitation period, midway surrender loss”, "you are on the express delivery order Whether the timeliness is satisfactory, “whether you are satisfied with the service of the courier", “what opinions or suggestions you have for the work of the company”, etc.
  • Step S20 Read a new contract policy that is executed within a preset time from the core business system A. For example, when a preset time (eg, zero every day) is reached, a new contract policy in the core business system A of the institution that is sold within a preset time range (0:00-24:00 the previous day) is read. For example, on June 1, 2017, from 0:00 to 24:00, the agency's core business system A sold a total of 300 new contract policies, then, by 0:00 on June 1, 2017, from The above 300 new contract policies are read out in the core business system A.
  • a preset time eg, zero every day
  • a new contract policy in the core business system A of the institution that is sold within a preset time range (0:00-24:00 the previous day) is read. For example, on June 1, 2017, from 0:00 to 24:00, the agency's core business system A sold a total of 300 new contract policies, then, by 0:00 on June 1, 2017, from The above 300 new contract policies are read out in the core business system A.
  • Step S30 determining the category to which the policy belongs according to the delivery mode of the new contract policy. For example, in 300 new contract policies, according to the policy delivery method, it is judged that 95 new contract policies belong to the category of “salesman delivery orders”, and 85 new contract policies belong to the category of “customer stores”. The next 120 new contract policies are in the "Express Delivery Order" category.
  • Step S40 Calculate, according to the preset first ratio and the second ratio, a first quantity of the policy that needs to be manually returned in each new type of contract policy, and a second quantity of the policy that needs to be returned by the smart voice.
  • 95 of the policies belonging to the category of “salesman to send the door to the door” calculate the first quantity (9.5 copies) of the new contract policy that needs to be manually returned according to the first ratio (10%).
  • the second number (85.5 copies) of the new contract policy requiring intelligent voice return is calculated according to the second ratio (90%).
  • the first quantity or/and the second quantity contains both an integer and a decimal point
  • the first number of digits is entered into one, and the second quantity is taken as an integer, and the decimal point part is discarded.
  • the final first quantity is 10
  • the second quantity is 85
  • 85 are in the “customer store self-acquisition” category of the policy
  • the final first quantity 5 is 80
  • 120 of the policies belonging to the "Express Delivery Order” category the final first quantity is 18, and the second quantity is 120.
  • step S50 the first quantity of policies are read from the various new contract policies and assigned to the first system B, and the second number of policies are read and assigned to the second system C.
  • the first system B may be a power selling system of the mechanism
  • the second system C may be an intelligent voice system.
  • 10, 5, and 18 new contracts are read from the policies of the “salesman to the door” category, the “customer store pickup” category, and the “fast delivery order” category.
  • the policy is assigned to the sales system for manual return visits, and 85, 80, and 120 copies are read from the policies of the “salesman to the door” category, the “customer store pickup” category, and the “fast delivery order” category.
  • the new contract policy is assigned to the intelligent voice system for intelligent voice return.
  • a certain number of new contract policies can be randomly read from different types of policies and assigned to the first system B and the second system C for return visit, or other policies can be pressed from different types of policies.
  • Rules (such as sequential reading) read a certain number of new contract policies assigned to the first system B and the second system C for a return visit.
  • the above 85 policies belonging to the “customer store self-acquisition” category the policies of this category are corresponding to serial numbers 1, 2, 3, ..., 85, which can be randomly read from 85 new contract policies.
  • the policies of No. 3, No. 17, No. 25, No. 52, and No. 69 were assigned to the sales system for manual return visit.
  • In addition to these five other 80 policies were assigned to the intelligent voice system for intelligent voice return.
  • the policies of No. 1, No. 2, No. 3, No. 4, and No. 5 can be sequentially read from the 85 new contract policies for manual return visit, and the No. 6-85 policies are assigned to the smart.
  • the voice system performs intelligent voice return visits.
  • the method further includes:
  • step S60 a manual return visit is performed on the first number of new contract policies in the first system B, and a smart voice return visit is performed on the second number of new contract policies in the second system C.
  • step S60 further includes:
  • step S60 further includes: receiving and saving the return visit result of the new contract policy, and marking and remarking the new contract policy.
  • the smart voice return visit is successful; if the customer is not contacted, or the customer has objection during the return visit (the policy information is incorrect, Or think that the insurance product is not suitable, etc.), this smart voice return visit failed, and the new contract policy is transferred to the sales system for manual return visit.
  • the system receives and saves the content of the return visit (recording, etc.) sent by the intelligent voice system and the result of the return visit (the return visit success/return visit failed and has been transferred to the sales system), and marks the new contract policy (returned/ Revisited) and remarks (not contacted with the customer, or the policy information is incorrect, or do not understand a clause).
  • the system receives and saves the content of the manual return visit (recording, etc.) and the return visit result (the return visit success/return visit failure and the return visit/return visit failed and has been handed over) from the sales system, and marks the new contract policy. (returned/returned) and remarks (not contacted with the customer, or the policy information is incorrect, or do not understand a clause, or apply for full surrender, etc.).
  • the new contract policy returning method of the present embodiment distributes and manages the return service of the insurance institution's new contract policy according to certain rules, and uses the combination of manual return visit and intelligent voice return visit to return the new contract policy and improve The time limit for the return of the new contract policy; at the same time, the return visit of the new contract policy is recorded to facilitate the management of the subsequent return service of the new contract policy.
  • the embodiment of the present application further provides a computer readable storage medium, where the new contract policy returning system 10 is stored, and when the new contract policy returning system 10 is executed by the processor, the foregoing Any step of the new contract policy return method.
  • a disk including a number of instructions for causing a terminal device (which may be a mobile phone, a computer, a server, or a network device, etc.) to perform the methods described in the various embodiments of the present application.
  • a terminal device which may be a mobile phone, a computer, a server, or a network device, etc.

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Abstract

本申请提出一种新契约保单回访方法，该方法包括：依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访；从所述核心业务系统读取预设时间内成交的新契约保单；判断该保单所属类别；计算各类新契约保单中需人工回访的保单的第一数量、需智能语音回访的保单的第二数量；从各类新契约保单中读取第一数量的保单分配给第一系统，读取第二数量的保单分配给第二系统；及，对所述第一系统中第一数量的新契约保单进行人工回访、对所述第二系统中第二数量的新契约保单进行智能语音回访。本申请还提出一种服务器及计算机可读存储介质。利用本发明对保险机构的新契约保单回访业务进行分配及管理，提高新契约保单的回访时效。

Description

新契约保单回访方法、服务器及存储介质
本申请基于巴黎公约申明享有2017年7月25日递交的申请号为CN201710614494.6、名称为“新契约保单回访方法、装置及存储介质”的中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及保单回访技术领域，尤其涉及一种新契约保单回访方法、服务器及计算机可读存储介质。
背景技术
保单一般分为两种：续保保单和新契约保单，续保保单指客户之前签约的保单到期后，重新与保险公司签订的保险合同，新契约保单指客户首次与保险公司签订的保险合同。
应保监会要求，保险公司需对新承保的一年期以上的长期险和一年期费用补偿型个人医疗险的投保人进行回访服务。保险公司就保险合同相关的重要内容进行询问，以确保客户充分了解已购买产品的相关内容，充分维护客户的权益。
目前，新契约保单均以人工回访的方式进行回访，然而，随着业务量的增加，人力成本越来越高，人工回访的方式及时效性已无法满足业务要求。因此，需要提供一种新的新契约保单回访方法。
发明内容
本申请提供一种新契约保单回访方法、装置及计算机可读存储介质，其主要目的在于，对保险机构的新契约保单的回访业务进行分配及管理，提高新契约保单的回访时效。
为实现上述目的，本申请第一方面提供一种新契约保单回访方法，该方法包括：
设置步骤：依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访；
保单读取步骤：从所述核心业务系统读取预设时间内成交的新契约保单；
类别判断步骤：依据所述新契约保单的送单方式判断该保单所属类别；
保单计算步骤：根据预设的第一比例、第二比例计算各类新契约保单中需人工回访的保单的第一数量、需智能语音回访的保单的第二数量；
保单分配步骤：从各类新契约保单中读取第一数量的保单分配给第一系统，读取第二数量的保单分配给第二系统；及
回访执行步骤：对所述第一系统中第一数量的新契约保单进行人工回访、对所述第二系统中第二数量的新契约保单进行智能语音回访。
本申请第二方面还提供一种服务器，该服务器包括：存储器、处理器及存储在所述存储器上并可在所述处理器上运行的新契约保单回访系统，所述新契约保单回访系统被所述处理器执行时实现如下步骤：
设置步骤：依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访；
保单读取步骤：从所述核心业务系统读取预设时间内成交的新契约保单；
类别判断步骤：依据所述新契约保单的送单方式判断该保单所属类别；
保单计算步骤：根据预设的第一比例、第二比例计算各类新契约保单中需人工回访的保单的第一数量、需智能语音回访的保单的第二数量；
保单分配步骤：从各类新契约保单中读取第一数量的保单分配给第一系统，读取第二数量的保单分配给第二系统；及
回访执行步骤：对所述第一系统中第一数量的新契约保单进行人工回访、对所述第二系统中第二数量的新契约保单进行智能语音回访。
本申请第三方面还提供一种计算机可读存储介质，所述计算机可读存储介质上存储有新契约保单回访系统，所述新契约保单回访系统被处理器执行时，可实现上述新契约保单回访方法的任意步骤。
本申请提出的新契约保单回访方法、装置及计算机可读存储介质，该方法按照一定的规则，对保险机构的新契约保单的回访业务进行分配及管理，并采用人工回访及智能语音回访相结合的方式对新契约保单进行回访，提高 新契约保单的回访时效。
附图说明
图1为本申请新契约保单回访系统较佳实施例的应用环境图；
图2为本申请新契约保单回访系统的运行环境示意图；
图3为本申请新契约保单回访系统较佳实施例的功能模块图；
图4为本申请新契约保单回访方法较佳实施例的流程图。
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
具体实施方式
为了使本申请所要解决的技术问题、技术方案及有益效果更加清楚、明白，以下结合附图和实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。
如图1所示，是本申请新契约保单回访系统10较佳实施例的应用环境图。
图1包括企业内部的多个关联系统，如：核心业务系统A、第一系统B及第二系统C，且该多个关联系统之间通过网络420进行通信。在本实施例中，所述第一系统B可以是某一个金融服务机构的电销系统，如某证券公司内部的电销系统，所述第二系统C可以是智能语音系统，可通过自动拨号对制定客户进行保单回访系统10，如某证券公司的智能语音系统。
当需要对该金融服务机构的新契约保单进行回访时，可以通过工作人员从所述电销系统中记录的客户信息对部分新契约保单进行人工回访，也可以通过所述智能语音读取客户信息及智能语音回访模板并自动拨号，对部分新契约保单进行智能语音回访。
所述关联系统中的每个系统配置于至少一台服务器1、2、3，该至少一台服务器1、2、3通过网络120、220、320连接存储器11、21、31及多个客户端130、230、330。该存储器11、21、31存储了该金融服务机构业务相关资料等信息。
例如，所述核心业务系统A配置于至少一台服务器1，该至少一台服务 器1通过网络120连接存储器11及多个客户端130。该存储器11存储了该金融服务机构所有客户的资料，如客户身份信息、账号信息、购买该金融服务机构产品(如保险产品)的具体信息及与该金融服务机构的业务相关的所有信息等。
所述第一系统B(如电销系统)配置于至少一台服务器2，该至少一台服务器2通过网络220连接存储器21及多个客户端230。该存储器21存储了该金融服务机构通过电销产生的所有客户的资料，如所述电销系统中所有客户身份信息、账号信息、购买该金融服务机构产品的具体信息等。
所述第二系统C(如智能语音系统)配置于至少一台服务器3，该至少一台服务器3通过网络230连接存储器31及多个客户端330。该存储器31存储了与不同类别保单对应的智能语音回访模板等。
其中，网络420为企业内部网(Intranet)。网络120、220、320为企业外部网(Internet)。
客户端130、230、330可以为桌上型计算机、笔记本、平板电脑、手机或其他可以通过企业内部网络与服务器进行通信的终端设备。
在本实施例中，本申请之新契约保单回访系统10应用于某金融服务机构下多个关联系统中某个系统的服务器，例如核心业务系统A的服务器1，第一系统B的服务器2，或者第二系统C的服务器3。
如图2所示，是本申请新契约保单回访系统10的运行环境示意图。
在本实施例中，所述新契约保单回访系统10应用于核心业务系统A的服务器1。所述服务器1包括，但不仅限于，存储器11、处理器12及显示器13。所述服务器1与数据库140通信连接。
所述数据库140存储有与不同类别新契约保单对应的智能语音回访模板等信息。
存储器11可以包括至少一种类型的存储介质，所述存储介质包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等等。
存储器11在一些实施例中可以是所述服务器1的内部存储单元，例如该服务器1的硬盘。存储器11在另一些实施例中也可以是所述服务器1的外部存储设备，例如该服务器1上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。在本实施例中，存储器11不仅可以用于存储安装于所述服务器1的应用软件及各类数据，例如所述新契约保单回访系统10的程序等，还可以用于暂时地存储已经输出或者将要输出的数据。
处理器12可以是一中央处理器(Central Processing Unit,CPU)，微处理器或其他数据处理芯片，用于从所述存储器11中读取并运行其存储的所述新契约保单回访系统10的程序，以实现下述新契约保单回访方法的任意步骤。
显示器13也可以适当的称为显示屏或显示单元，显示器13可以是LED显示器、液晶显示器、触控式液晶显示器以及OLED(Organic Light-Emitting Diode，有机发光二极管)触摸器等。显示器13用于显示在所述服务器1中处理的信息以及用于显示可视化的用户界面。
优选地，该服务器1还可以包括用户接口，用户接口可以包括输入单元比如键盘(Keyboard)，鼠标(Mouse)。可选的，用户接口还可以包括标准的有线接口、无线接口。
图2仅示出了具有组件11-13以及新契约保单回访系统10的服务器1，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
在其它实施例中，本申请提供的新契约保单回访系统也可以应用于关联系统下的其他某个业务系统的服务器。
本实施例之服务器1，通过在服务器1上架设新契约保单回访系统10，对保险机构的新契约保单的回访业务进行分配及管理，并采用人工回访及智能语音回访相结合的方式对新契约保单进行回访，提高新契约保单的回访时效。
如图3所示，是本申请新契约保单回访系统10较佳实施例的功能模块图。
在本实施例中，所述新契约保单回访系统10可以被分割成设置模块101、保单读取模块102、类别判断模块103、保单计算模块104、保单分配模块105 及回访执行模块106。当处理器执行各模块的计算机程序指令段时，基于各个计算机程序指令段所能实现的操作和功能，可实现上述应用程序升级方法的任一步骤。以下描述将具体介绍所述设置模块101、保单读取模块102、类别判断模块103、保单计算模块104、保单分配模块105及回访执行模块106所实现的操作和功能。
所述设置模块101，用于依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访。以某金融服务机构为例，该机构的保单的送单方式分为“业务员送单上门”、“客户门店自取”、“快递送单”等，故所述设置模块101将新契约保单分为“业务员送单上门”、“客户门店自取”及“快递送单”三个类别，同时，在“业务员送单上门”类别的新契约保单中，设置第一比例(10％)的保单的回访方式为人工回访方式，设置第二比例(90％)的保单的回访方式为智能语音回访方式。同理，在“客户门店自取”类别的新契约保单中，设置第一比例(5％)的保单的回访方式为人工回访方式，设置第二比例(95％)的保单的回访方式为智能语音回访方式。在“快递送单”类别的新契约保单中，设置第一比例(15％)的保单的回访方式为人工回访方式，设置第二比例(85％)的保单的回访方式为智能语音回访方式。
具体地，所述设置模块101还用于为每种类别的保单设置相应的智能语音回访模板，并保存至数据库。例如，针对不同的保单类别，所述设置模块101还用于分别设置不同的智能语音回访模板，并将所述智能语音回访模板保存至数据库中，便于智能语音系统调用并执行回访动作。
对“业务员送单上门”类别的新契约保单，智能语音回访内容包括：“请问投保人是否为xx”、“被保险人为xx、年龄xx、地址为xx，以上信息是否有误”、“您是否已认真阅读保单的条款，充分了解这款保险产品”、“您是否了解这款保险产品交费年限、交费金额、保障年限、犹豫期、中途退保损失”、“您对业务员送单上门的时效是否满意”、“送单上门是否打扰到您”、“您对本公司的工作有何意见或建议”等。
对“客户门店自取”类别的新契约保单，智能语音回访内容包括：“请问投保人是否为xx”、“被保险人为xx、年龄xx、地址为xx，以上信息是否有误”、“您是否已认真阅读保单的条款，充分了解这款保险产品”、“您是否了解这款 保险产品交费年限、交费金额、保障年限、犹豫期、中途退保损失”、“您对门店的接待服务是否满意”、“您对本公司的工作有何意见或建议”等。
对“快递送单”类别的新契约保单，智能语音回访内容包括：“请问投保人是否为xx”、“被保险人为xx、年龄xx、地址为xx，以上信息是否有误”、“您是否已认真阅读保单的条款，充分了解这款保险产品”、“您是否了解这款保险产品交费年限、交费金额、保障年限、犹豫期、中途退保损失”、“您对快递送单的时效是否满意”、“您对快递人员的服务是否满意”、“您对本公司的工作有何意见或建议”等。
所述保单读取模块102，用于从所述核心业务系统A读取预设时间内成交的新契约保单。例如，当到达预设时间(如，每天零点)，所述保单读取模块102从该机构的核心业务系统A读取预设时间范围(前一天0:00-24:00)内成交的新契约保单。例如，2017年6月1日0:00-24:00内，该机构的核心业务系统A中总共成交了300份新契约保单，那么，到2017年6月1日0:00时，所述保单读取模块102从所述核心业务系统A中读取出上述300份新契约保单。
所述类别判断模块103，用于依据所述新契约保单的送单方式判断该保单所属类别。从上述300份新契约保单中，所述类别判断模块103根据保单的送单方式判断保单所属类别。例如，300份新契约保单中，所述类别判断模块103根据保单的送单方式，判断出有95份新契约保单属于“业务员送单上门”类别，有85份新契约保单属于“客户门店自取”类别，剩下的120份新契约保单属于“快递送单”类别。
所述保单计算模块104，用于根据预设的第一比例、第二比例计算各类新契约保单中需人工回访的保单的第一数量、需智能语音回访的保单的第二数量。以上述300份新契约保单为例，95份属于“业务员送单上门”类别的保单中，所述保单计算模块104根据第一比例(10％)计算需人工回访的新契约保单的第一数量(9.5份)，所述保单计算模块104根据第二比例(90％)计算需智能语音回访的新契约保单的第二数量(85.5份)。85份属于“客户门店自取”类别的保单中，所述保单计算模块104根据第一比例(5％)计算需人工回访的新契约保单的第一数量(4.25份)，所述保单计算模块104根据第二比例(95％)计算需智能语音回访的新契约保单的第二数量(80.75份)。120份属 于“快递送单”类别的保单中，所述保单计算模块104根据第一比例(15％)计算需人工回访的新契约保单的第一数量(18份)，所述保单计算模块104根据第二比例(85％)计算需智能语音回访的新契约保单的第二数量(102份)。
具体地，当所述第一数量或/和第二数量既包含整数又包含小数点，则第一数量的个位数进一，第二数量取整数、舍去小数点部分。那么，95份属于“业务员送单上门”类别的保单中，最终的第一数量为10，第二数量为85；85份属于“客户门店自取”类别的保单中，最终的第一数量为5，第二数量为80；120份属于“快递送单”类别的保单中，最终的第一数量为18，第二数量为120。
所述保单分配模块105，用于从各类新契约保单中读取第一数量的保单分配给第一系统B，读取第二数量的保单分配给第二系统C。所述第一系统B可以是该机构的电销系统，所述第二系统C可以是智能语音系统。以上述300份新契约保单为例，所述保单分配模块105分别从“业务员送单上门”类别、“客户门店自取”类别、“快递送单”类别的保单中读取10份、5份、18份新契约保单分配给所述电销系统进行人工回访，分别从“业务员送单上门”类别、“客户门店自取”类别、“快递送单”类别的保单中读取85份、80份、120份新契约保单分配给所述智能语音系统进行智能语音回访。
在本实施例中，所述保单分配模块105可以从不同类别的保单中随机读取一定数量的新契约保单分配给所述第一系统B及所述第二系统C进行回访。所述保单分配模块105也可以从不同类别的保单中按其他规则(如顺序读取)读取一定数量的新契约保单分配给所述第一系统B及所述第二系统C进行回访。以上述85份属于“客户门店自取”类别的保单为例，该类别的保单均对应有序列号1号、2号、3号、…、85号，所述保单分配模块105可以从85份新契约保单中随机读取3号、17号、25号、52号、69号保单分配给电销系统进行人工回访，除了这5份外的其他80份保单分配给智能语音系统进行智能语音回访。在其他实施例中，所述保单分配模块105可以从85份新契约保单中顺序读取1号、2号、3号、4号、5号保单分配给电销系统进行人工回访，6号-85号保单分配给智能语音系统进行智能语音回访。
所述回访执行模块106，用于对所述第一系统B中第一数量的新契约保单进行人工回访、对所述第二系统C中第二数量的新契约保单进行智能语音回访。
具体地，所述回访执行模块106还用于控制所述第二系统从数据库中调取相应的智能语音回访模板，对所述第二数量的新契约保单进行智能语音回访。
当所述保单分配模块105将上述85份属于“客户门店自取”类别的新契约保单分配给所述第一系统B及第二系统C后，所述回访执行模块106通知工作人员对所述电销系统分配得到的5份新契约保单进行人工回访，并控制所述智能语音系统读取保单中个人信息并自动拨号，调用与“客户门店自取”类别对应的语音回访模板，依据模板内容对分配得到的80份新契约保单进行智能语音回访。
进一步地，所述回访执行模块106还用于接收并保存新契约保单回访的结果，并对新契约保单进行标记及备注。
对于需进行智能语音回访的新契约保单，若回访顺利结束，且过程中没有任何异议，则本次智能语音回访成功；若未联系上客户，或者回访过程中客户存在异议(保单信息有误，或着认为保险产品不太适合等)，则本次智能语音回访失败，并将这份新契约保单转移到电销系统中进行人工回访。所述回访执行模块106接收、保存所述智能语音系统发送的本次回访内容(录音等)及回访结果(回访成功/回访失败并已转移到电销系统)，并对这份新契约保单进行标记(已回访/待回访)及备注(未联系上客户，或者保单信息有误，或者对某项条款不了解等)。
对于需进行人工回访的新契约保单，若回访顺利结束，且过程中没有任何异议，则本次人工回访成功；若未联系上客户，则回访失败，等待下次人工回访；若回访过程中客户存在异议(保单信息有误，或者认为保险产品不太适合等)，经与客户沟通，对保单内容进行修改及说明，客户无异议后，回访成功；若仍无法解决问题，客户申请全额退保，将这份新契约保单交接给相应的业务人员进行操作。所述回访执行模块106接收、保存从所述电销系统发送的本次人工回访内容(录音等)及回访结果(回访成功/回访失败并待回访/回访失败并已交接)，并对这份新契约保单进行标记(已回访/待回访)及备注(未联系上客户，或者保单信息有误，或者对某项条款不了解，或者申请全额退保等)。
本实施例之新契约保单回访系统10，通过按照一定的规则，对保险机构 的新契约保单的回访业务进行分配及管理，并采用人工回访及智能语音回访相结合的方式对新契约保单进行回访，提高新契约保单的回访时效；同时，对新契约保单的回访情况进行记录，便于新契约保单后续回访业务的管理。
如图4所示，是本申请新契约保单回访方法较佳实施例的流程图。
在本实施例中，所述新契约保单回访方法包括：步骤S10、步骤S20、步骤S30、步骤S40、步骤S50及步骤S60。
步骤S10，依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访。以某金融服务机构为例，该机构的保单的送单方式分为“业务员送单上门”、“客户门店自取”、“快递送单”等，故将新契约保单分为“业务员送单上门”、“客户门店自取”及“快递送单”三个类别，同时，在“业务员送单上门”类别的新契约保单中，设置第一比例(10％)的保单的回访方式为人工回访方式，设置第二比例(90％)的保单的回访方式为智能语音回访方式。同理，在“客户门店自取”类别的新契约保单中，设置第一比例(5％)的保单的回访方式为人工回访方式，设置第二比例(95％)的保单的回访方式为智能语音回访方式。在“快递送单”类别的新契约保单中，设置第一比例(15％)的保单的回访方式为人工回访方式，设置第二比例(85％)的保单的回访方式为智能语音回访方式。
具体地，所述步骤S10还包括：为每种类别的保单设置相应的智能语音回访模板，并保存至数据库。例如，针对不同的保单类别，分别设置不同的智能语音回访模板，并将所述智能语音回访模板保存至数据库中，便于智能语音系统调用并执行回访动作。
对“业务员送单上门”类别的新契约保单，智能语音回访内容包括：“请问投保人是否为xx”、“被保险人为xx、年龄xx、地址为xx，以上信息是否有误”、“您是否已认真阅读保单的条款，充分了解这款保险产品”、“您是否了解这款保险产品交费年限、交费金额、保障年限、犹豫期、中途退保损失”、“您对业务员送单上门的时效是否满意”、“送单上门是否打扰到您”、“您对本公司的工作有何意见或建议”等。
对“客户门店自取”类别的新契约保单，智能语音回访内容包括：“请问投保人是否为xx”、“被保险人为xx、年龄xx、地址为xx，以上信息是否有误”、 “您是否已认真阅读保单的条款，充分了解这款保险产品”、“您是否了解这款保险产品交费年限、交费金额、保障年限、犹豫期、中途退保损失”、“您对门店的接待服务是否满意”、“您对本公司的工作有何意见或建议”等。
对“快递送单”类别的新契约保单，智能语音回访内容包括：“请问投保人是否为xx”、“被保险人为xx、年龄xx、地址为xx，以上信息是否有误”、“您是否已认真阅读保单的条款，充分了解这款保险产品”、“您是否了解这款保险产品交费年限、交费金额、保障年限、犹豫期、中途退保损失”、“您对快递送单的时效是否满意”、“您对快递人员的服务是否满意”、“您对本公司的工作有何意见或建议”等。
步骤S20，从所述核心业务系统A读取预设时间内成交的新契约保单。例如，当到达预设时间(如，每天零点)，读取该机构的核心业务系统A中，在预设时间范围(前一天0:00-24:00)内成交的新契约保单。例如，2017年6月1日0:00-24:00内，该机构的核心业务系统A中总共成交了300份新契约保单，那么，到2017年6月1日0:00时，从所述核心业务系统A中读取出上述300份新契约保单。
步骤S30，依据所述新契约保单的送单方式判断该保单所属类别。例如，300份新契约保单中，根据保单的送单方式，判断出有95份新契约保单属于“业务员送单上门”类别，有85份新契约保单属于“客户门店自取”类别，剩下的120份新契约保单属于“快递送单”类别。
步骤S40，根据预设的第一比例、第二比例计算各类新契约保单中需人工回访的保单的第一数量、需智能语音回访的保单的第二数量。以上述300份新契约保单为例，95份属于“业务员送单上门”类别的保单中，根据第一比例(10％)计算需人工回访的新契约保单的第一数量(9.5份)，根据第二比例(90％)计算需智能语音回访的新契约保单的第二数量(85.5份)。85份属于“客户门店自取”类别的保单中，根据第一比例(5％)计算需人工回访的新契约保单的第一数量(4.25份)，根据第二比例(95％)计算需智能语音回访的新契约保单的第二数量(80.75份)。120份属于“快递送单”类别的保单中，4根据第一比例(15％)计算需人工回访的新契约保单的第一数量(18份)，根据第二比例(85％)计算需智能语音回访的新契约保单的第二数量(102份)。
具体地，当所述第一数量或/和第二数量既包含整数又包含小数点，则第 一数量的个位数进一，第二数量取整数、舍去小数点部分。那么，95份属于“业务员送单上门”类别的保单中，最终的第一数量为10，第二数量为85；85份属于“客户门店自取”类别的保单中，最终的第一数量为5，第二数量为80；120份属于“快递送单”类别的保单中，最终的第一数量为18，第二数量为120。
步骤S50，从各类新契约保单中读取第一数量的保单分配给第一系统B，读取第二数量的保单分配给第二系统C。所述第一系统B可以是该机构的电销系统，所述第二系统C可以是智能语音系统。以上述300份新契约保单为例，分别从“业务员送单上门”类别、“客户门店自取”类别、“快递送单”类别的保单中读取10份、5份、18份新契约保单分配给所述电销系统进行人工回访，分别从“业务员送单上门”类别、“客户门店自取”类别、“快递送单”类别的保单中读取85份、80份、120份新契约保单分配给所述智能语音系统进行智能语音回访。
在本实施例中，可以从不同类别的保单中随机读取一定数量的新契约保单分配给所述第一系统B及所述第二系统C进行回访，也可以从不同类别的保单中按其他规则(如顺序读取)读取一定数量的新契约保单分配给所述第一系统B及所述第二系统C进行回访。以上述85份属于“客户门店自取”类别的保单为例，该类别的保单均对应有序列号1号、2号、3号、…、85号，可以从85份新契约保单中随机读取3号、17号、25号、52号、69号保单分配给电销系统进行人工回访，除了这5份外的其他80份保单分配给智能语音系统进行智能语音回访。在其他实施例中，可以从85份新契约保单中顺序读取1号、2号、3号、4号、5号保单分配给电销系统进行人工回访，6号-85号保单分配给智能语音系统进行智能语音回访。
进一步地，该方法还包括：
步骤S60，对所述第一系统B中第一数量的新契约保单进行人工回访、对所述第二系统C中第二数量的新契约保单进行智能语音回访。
具体地，所述步骤S60还包括：
控制所述第二系统从数据库中调取相应的智能语音回访模板，对所述第二数量的新契约保单进行智能语音回访。
当将上述85份属于“客户门店自取”类别的新契约保单分配给所述第一系统B及第二系统C后，通知工作人员对所述电销系统分配得到的5份新契约 保单进行人工回访，并控制所述智能语音系统读取保单中个人信息并自动拨号，调用与“客户门店自取”类别对应的语音回访模板，依据模板内容对分配得到的80份新契约保单进行智能语音回访。
进一步地，所述步骤S60还包括：接收并保存所述新契约保单的回访结果，并对新契约保单进行标记及备注。
对于需进行智能语音回访的新契约保单，若回访顺利结束，且过程中没有任何异议，则本次智能语音回访成功；若未联系上客户，或者回访过程中客户存在异议(保单信息有误，或着认为保险产品不太适合等)，则本次智能语音回访失败，并将这份新契约保单转移到电销系统中进行人工回访。系统接收、保存所述智能语音系统发送的本次回访内容(录音等)及回访结果(回访成功/回访失败并已转移到电销系统)，并对这份新契约保单进行标记(已回访/待回访)及备注(未联系上客户，或者保单信息有误，或者对某项条款不了解等)。
对于需进行人工回访的新契约保单，若回访顺利结束，且过程中没有任何异议，则本次人工回访成功；若未联系上客户，则回访失败，等待下次人工回访；若回访过程中客户存在异议(保单信息有误，或者认为保险产品不太适合等)，经与客户沟通，对保单内容进行修改及说明，客户无异议后，回访成功；若仍无法解决问题，客户申请全额退保，将这份新契约保单交接给相应的业务人员进行操作。系统接收、保存从所述电销系统发送的本次人工回访内容(录音等)及回访结果(回访成功/回访失败并待回访/回访失败并已交接)，并对这份新契约保单进行标记(已回访/待回访)及备注(未联系上客户，或者保单信息有误，或者对某项条款不了解，或者申请全额退保等)。
本实施例之新契约保单回访方法，按照一定的规则，对保险机构的新契约保单的回访业务进行分配及管理，并采用人工回访及智能语音回访相结合的方式对新契约保单进行回访，提高新契约保单的回访时效；同时，对新契约保单的回访情况进行记录，便于新契约保单后续回访业务的管理。
此外，本申请实施例还提出一种计算机可读存储介质，所述计算机可读存储介质上存储有新契约保单回访系统10，所述新契约保单回访系统10被处理器执行时，可实现上述新契约保单回访方法的任意步骤。
需要说明的是，在本文中，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的过程、装置、物品或者方法不仅包括那些要素，而且还包括没有明确列出的其他要素，或者是还包括为这种过程、装置、物品或者方法所固有的要素。在没有更多限制的情况下，由语句“包括一个……”限定的要素，并不排除在包括该要素的过程、装置、物品或者方法中还存在另外的相同要素。
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品存储在如上所述的一个存储介质(如ROM/RAM、磁碟、光盘)中，包括若干指令用以使得一台终端设备(可以是手机，计算机，服务器，或者网络设备等)执行本申请各个实施例所述的方法。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。

Claims (20)

  1. 一种新契约保单回访方法，其特征在于，所述方法包括：
    设置步骤：依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访；
    保单读取步骤：从所述核心业务系统读取预设时间内成交的新契约保单；
    类别判断步骤：依据所述新契约保单的送单方式判断该保单所属类别；
    保单计算步骤：根据预设的第一比例、第二比例计算各类新契约保单中需人工回访的保单的第一数量、需智能语音回访的保单的第二数量；
    保单分配步骤：从各类新契约保单中读取第一数量的保单分配给第一系统，读取第二数量的保单分配给第二系统；及
    回访执行步骤：对所述第一系统中第一数量的新契约保单进行人工回访、对所述第二系统中第二数量的新契约保单进行智能语音回访。
  2. 如权利要求1所述的新契约保单回访方法，其特征在于，所述设置步骤还包括：
    为每种类别的保单设置相应的智能语音回访模板，并保存至数据库。
  3. 如权利要求1所述的新契约保单回访方法，其特征在于，所述回访执行步骤还包括：
    控制所述第二系统从数据库中调取相应的智能语音回访模板，对所述第二数量的新契约保单进行智能语音回访。
  4. 如权利要求3所述的新契约保单回访方法，其特征在于，所述回访执行步骤还包括：
    接收并保存新契约保单回访的结果，并对新契约保单进行标记及备注。
  5. 如权利要求1所述的新契约保单回访方法，其特征在于，当所述第一数量或/和第二数量既包含整数又包含小数点，则第一数量的个位数进一、舍去小数点部分，第二数量取整数、舍去小数点部分。
  6. 一种服务器，其特征在于，该服务器包括：存储器、处理器及存储在所述存储器上并可在所述处理器上运行的新契约保单回访系统，所述新契约保单回访系统被所述处理器执行时实现如下步骤：
    设置步骤：依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访；
    保单读取步骤：从所述核心业务系统读取预设时间内成交的新契约保单；
    类别判断步骤：依据所述新契约保单的送单方式判断该保单所属类别；
    保单计算步骤：根据预设的第一比例、第二比例计算各类新契约保单中需人工回访的保单的第一数量、需智能语音回访的保单的第二数量；
    保单分配步骤：从各类新契约保单中读取第一数量的保单分配给第一系统，读取第二数量的保单分配给第二系统；及
    回访执行步骤：对所述第一系统中第一数量的新契约保单进行人工回访、对所述第二系统中第二数量的新契约保单进行智能语音回访。
  7. 如权利要求6所述的服务器，其特征在于，所述设置步骤还包括：
    为每种类别的保单设置相应的智能语音回访模板，并保存至数据库。
  8. 如权利要求6所述的服务器，其特征在于，所述回访执行步骤还包括：
    控制所述第二系统从数据库中调取相应的智能语音回访模板，对所述第二数量的新契约保单进行智能语音回访。
  9. 如权利要求8所述的服务器，其特征在于，所述回访执行步骤还包括：
    接收并保存新契约保单回访的结果，并对新契约保单进行标记及备注。
  10. 如权利要求6所述的服务器，其特征在于，当所述第一数量或/和第二数量既包含整数又包含小数点，则第一数量的个位数进一、舍去小数点部分，第二数量取整数、舍去小数点部分。
  11. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质上存储有新契约保单回访系统，所述新契约保单回访系统被处理器执行时实现以下步骤：
    设置步骤：依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访；
    保单读取步骤：从所述核心业务系统读取预设时间内成交的新契约保单；
    类别判断步骤：依据所述新契约保单的送单方式判断该保单所属类别；
    保单计算步骤：根据预设的第一比例、第二比例计算各类新契约保单中需人工回访的保单的第一数量、需智能语音回访的保单的第二数量；
    保单分配步骤：从各类新契约保单中读取第一数量的保单分配给第一系统，读取第二数量的保单分配给第二系统；及
    回访执行步骤：对所述第一系统中第一数量的新契约保单进行人工回访、对所述第二系统中第二数量的新契约保单进行智能语音回访。
  12. 如权利要求11所述的计算机可读存储介质，其特征在于，所述设置步骤还包括：
    为每种类别的保单设置相应的智能语音回访模板，并保存至数据库。
  13. 如权利要求11所述的计算机可读存储介质，其特征在于，所述回访执行步骤还包括：
    控制所述第二系统从数据库中调取相应的智能语音回访模板，对所述第二数量的新契约保单进行智能语音回访。
  14. 如权利要求13所述的计算机可读存储介质，其特征在于，所述回访执行步骤还包括：
    接收并保存新契约保单回访的结果，并对新契约保单进行标记及备注。
  15. 如权利要求11所述的计算机可读存储介质，其特征在于，当所述第一数量或/和第二数量既包含整数又包含小数点，则第一数量的个位数进一、舍去小数点部分，第二数量取整数、舍去小数点部分。
  16. 一种新契约保单回访系统，其特征在于，该系统包括：
    设置模块，用于依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访；
    保单读取模块，用于从所述核心业务系统读取预设时间内成交的新契约保单；
    类别判断模块，用于依据所述新契约保单的送单方式判断该保单所属类别；
    保单计算模块，用于根据预设的第一比例、第二比例计算各类新契约保单中需人工回访的保单的第一数量、需智能语音回访的保单的第二数量；
    保单分配模块，用于从各类新契约保单中读取第一数量的保单分配给第一系统，读取第二数量的保单分配给第二系统；及
    回访执行模块，用于对所述第一系统中第一数量的新契约保单进行人工回访、对所述第二系统中第二数量的新契约保单进行智能语音回访。
  17. 如权利要求16所述的新契约保单回访系统，其特征在于，所述“依据送单方式设置保单类别，在各类保单中设置第一比例的保单进行人工回访、第二比例的保单进行智能语音回访”的步骤还包括：
    为每种类别的保单设置相应的智能语音回访模板，并保存至数据库。
  18. 如权利要求16所述的新契约保单回访系统，其特征在于，所述“对所述第一系统中第一数量的新契约保单进行人工回访、对所述第二系统中第二数量的新契约保单进行智能语音回访”的步骤还包括：
    控制所述第二系统从数据库中调取相应的智能语音回访模板，对所述第二数量的新契约保单进行智能语音回访。
  19. 如权利要求18所述的新契约保单回访系统，其特征在于，所述“对所述第一系统中第一数量的新契约保单进行人工回访、对所述第二系统中第二数量的新契约保单进行智能语音回访”的步骤还包括：
    接收并保存新契约保单回访的结果，并对新契约保单进行标记及备注
  20. 如权利要求16所述的新契约保单回访系统，其特征在于，当所述第一数量或/和第二数量既包含整数又包含小数点，则第一数量的个位数进一、舍去小数点部分，第二数量取整数、舍去小数点部分。
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